47 Villa Street,
SE17 2EL

Practice Polices and Service Information

This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of our policies on this website but please speak to our Practice Manager if you require details of our other policies.


It is helpful to know if you have a carer (someone who takes on an unpaid caring role for you) or if you are a carer for someone else. We know how important it is that carers are supported both practically and emotionally. We also may need to liaise with carers on how best to support the person needing care. So by letting us know we can ensure you are getting the right support for your role and are able to connect you with local support services and community networks.

Carers need caring for too!

Additional Information for Carers.

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The consultation that takes place between a patient and their Doctor or Nurse is private and confidential. Quite often an examination is required to help make a diagnosis. This may be straightforward or sometimes can be more personal or of a sensitive nature.

Under these circumstances your Doctor will normally seek your agreement to a Nurse or other staff member being present or, if a relative or friend has accompanied you to the Surgery, they may be able to act as a Chaperone if you wish.

If a chaperone is not offered but you would like someone to be present, do not be afraid to tell your doctor.

Procedures which are generally regarded as being of a sensitive nature are:

  • Cervical cytology
  • Gynaecological
  • Testicular
  • Breast Examination
  • Rectal Examination

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Patient Complaints

If for any reason you are not happy with the service provided the first thing to do would be to raise your concern with a member of staff or ask to speak to our Practice Manager.

If you prefer, you can either write to us or complete a complaints form and send to the Practice Manager who will review as appropriate. Where possible, we aim to respond to you in writing within 10 working days of receipt of the complaint however, some complaints can take longer to investigate depending on the specific details and the number of staff involved, and therefore we will respond within a reasonable timeframe that is at least within 6 months of receipt of the complaint.

If you prefer not to raise your complaint directly with the practice you can choose to take your complaint directly to NHS England. The NHS Complaints procedure states that you can submit a complaint EITHER to the practice OR to NHS England but not both. This is referred to as a first stage local resolution. 

If you are not satisfied with the first stage complaint response you can escalate to a second stage directly to the Parliamentary and Health Service Ombudsman. 

If you would like independent advice on how to make a complaint then you can contact the POhWER the NHS Complaints Advocacy service that is free, confidential and independent of the NHS.

Patient Complaints Form

Patient Complaints Form (also obtainable from reception).

NHS England

How do I feedback or make a complaint about an NHS service?

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Practice Policy

Our responsibilities

  • We aim to promote good health and encourage prevention of disease.
  • Our aim is to treat all our patients with respect and therefore we expect our patients to treat all our Staff in the same manner. 
  • We will endeavour to maintain patients’ medical records up to date and will respect patients’ right of access to same.
  • We offer Annual reviews on Medication, Asthma, Chronic Heart Disease (CHD), Diabetics, Mental Health and Learning disabilities.
  • We offer clinics for ante natal, post natal, child Immunisation, cervical smears, CHD, Chronic Obstructive Pulmonary Disease (COPD), Diabetes, Asthmatic, Influenza (Flu), travel advice including travel vaccinations.
  • If any of our clinics need to be cancelled we will try wherever possible to give at least 24 hours notice.
  • We will endeavour as a team to see you as close as possible to your allotted appointment time, however please bear in mind that there will be occasions when this is not possible.

How you can help us

  • It is the patients’ responsibility to keep their appointments and to inform us as early as possible if unable to attend.
  • Patients need to inform us of any past medical history, hospital admissions and any other details they feel relevant to be documented in their records.
  • When making appointments please be aware that the doctors can only see one patient per consultation, if more than one patient i.e. family members needs to be seen a further appointment must be booked.
  • Treatment facilities are better at the surgery please do not request a home visit unless it is absolutely necessary.
  • Do not for any reason share your medication with anybody else.  In doing so this could prove to be dangerous.
  • Accident and Emergency (A&E) visits and out of hours services should only take place when urgent medical attention is required. Out of hours services should not be used to gain a second opinion.
  • If you should have any difficulties within the practice, the Practice Manager would appreciate if this is brought to her immediate attention.

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Zero tolerance to violence or abusive behaviour policy

All practices, in line with government guidelines, have a 'zero tolerance to violence or abusive behaviour' policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. Verbal abuse includes anything that could be percieved as derogatory towards another human being with regards to their gender, race, religion or sexual orientation. 

We can refuse to provide a service, report the incident to the police and request that the patient and their family be removed from our practice list.